Web Labs Ltd

Web labs eForms

Web Labs Oneform enables non-technical staff to create online forms that react to user’s answers, alerts them to incorrect or incomplete answers, assists them through the process using help messages or supplementary information and allows them to save partially completed forms for completion at a later time.

Features

  • Non-technical users publish intelligent e-forms using standard browsers
  • Integrated Workflow, forms follow defined control, transmission and archival controls
  • Each transaction tracked/monitored for status, deadline and satisfaction feedback
  • One screen view of all historical/current transactions, requests, issues
  • Supports channel shift
  • Open API and can easily integrate with 3rd party systems
  • Flexible workflow ensures notifications and enquiries directed to correct person
  • Single view of customer, data analysis and trend identification
  • Service advisors can complete transactions on the customer’s behalf
  • Deliver customer correspondence as e-documents i.e. bills, statements, notifications

Benefits

  • Improve response times and user experience
  • Reduce expensive face-to-face meetings and telephone calls
  • Makes it easy to report, book, request and pay online
  • Integrate web service calls for validation, pre-population and sending
  • Intelligent forms guiding users to report, book, request and pay
  • Search engine/taxonomies make it easy to find what users want
  • Customers manage own accounts/profiles
  • Automatic rules-based assessment applied to online payments or appointments
  • Improved responsiveness through more/better information closer to the front-line
  • Better linking of data provides opportunities to improve decision making

Pricing

£10,000 to £36,000 a licence a year

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@web-labs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

6 1 5 1 0 0 0 9 6 8 9 6 1 6 3

Contact

Web Labs Ltd Samantha Engelbrecht
Telephone: 01904 234045
Email: tenders@web-labs.co.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Built upon Microsoft .NET Framework 4.5, OneForm has been specifically developed to integrate with payments, CMS and CRM third-party systems or work as a stand alone service, to create an end-to-end experience for online customers.
OneForm is fully OLE/ODBC Compliant, compatible with any SQL Server, Oracle, MySQL, and Sybase databases
Cloud deployment model
Hybrid cloud
Service constraints
No, Web Labs eForms is not limited to work on any specific hardware configuration
System requirements
  • Can be hardware or virtualised environment
  • Windows Server 2008 R2 or higher running Internet Information Services
  • Microsoft SQL Server 2008 or higher
  • 100% browser based, no plug-ins required

User support

Email or online ticketing support
Yes, at extra cost
Support response times
Immediate response from email and online ticketing to inform call has been logged. Guaranteed call back from developer or technician within an hour of call being logged.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Independant audit
Onsite support
Yes, at extra cost
Support levels
24/7 Support avlaible at extra cost
Dedicated Account Manager support provided with ‘out-of-hours’ number for emergencies responsible for:
• Correctly assessing and categorising reported incidents.
• Filtering out any end-user errors i.e. operator error
• Allocating priority categories and escalating responses.
• Ensuring calls are directed to the correct resource to diagnose/resolve problems.
• Updating on the progress of incidents, according to the SLA requirements.
• Managing change implementation (upgrades, patches, new processes and products).
• Manage version control.

SUPPORT LEVELS
Priority 1. System down or largely unusable through failure of all areas of core functionality. 1 Hour response, 2 hours diagnosis, 4 hours resolution

Priority 2. A major part of the system is down or largely unusable through failure of one or more areas of core functionality. 1 hour response, 4 hours diagnosis, 8 hours resolution

Priority 3. A problem exists but there is a way to continue processing. 2 hours response, 7 hours diagnosis, 2 days resolution

Priority 4. Cosmetic changes or a problem that has no significance on day-to-day processing. 4 hours response. Resolution time agreed with the customer.

Priority 5. Request for information - response time as agreed with the customer.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
A dedicated trainer will ensure key staff will be able to create, edit and publish online forms.
Training can be conducted:-
1) Onsite either in a classroom or small workgroup environment
2) Online, where the trainer and trainees can share and control screens
The dedicated trainer for the project will customise manuals and training guides. Contextual help screens are also provided to help users throughout the process.
Web Labs have experience of training organisations such as DSA, (2,500 CMS users), RELATE (5,000 CMS users) and Borough of Southwark (2,500 CMS )
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Under the G-Cloud 11 framework Web Labs will provide an exit plan which will also be outlined in the SLA. At least 10 Working Days before the contract ends, Web Labs will extract and provide all data (including Buyer Data), Buyer Personal Data and Buyer Confidential Information. Web Labs will securely export data and metadata using industry standards that can be re-used such as Tab-delimitated and XML formats.End-of-contract process
End-of-contract process
All personal data will be deleted or returned to the client as requested at the end of contract

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Our responsive framework ensures that content is optimised for desktop, laptop and mobile devices. Web Labs generally use JQuery Mobile HTML5 based user interface system designed to make responsive web sites and apps that are compatible with all major desktop browsers as well as all major mobile platforms, including Android, iOS, Windows Phone, Blackberry, WebOS, Symbian.
Utilising the our responsive framework, our configurations immediately identify which device is calling the website and web page format and layout is automatically re-rendered and optimised for screen sizes for multiple devices
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Browser web services
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Independant Audit
API
Yes
What users can and can't do using the API
REST API avalaible for data capture
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
A user friendly 'drag and drop' GUI enables non-technical staff to create forms that react to user's answers, alerts them to incorrect or incomplete answers, assists them through help messages and allows them to save partially completed forms for completion at a later time.
The user friendly interface enables staff with appropriate permissions, to create questions which can be given their own rules, method of verification, display options, level of security and embedded information. The package also allows for form page branching which allows you to put logic into the form which tells the form when a form page should be displayed or not.

Scaling

Independence of resources
We can traffic shape based on user experience and usage patterns. We can also segment system resources to protect service levels

Analytics

Service usage metrics
Yes
Metrics types
As well as processing and storing completed form data, Web Labs eForms captures:- i) rate of response, ii) incidence and nature of partial completion, iii) information about the history of every form - its name, designer, function, iv) when and by whom it was modified or published, v) the number of times a form has been completed online
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Users with appropriate permissions and using a user friendly GUI can export in XML or CSV formats :-
1) Audit logs showing what action took place / when the action took place and the username of the individual who conducted the action
2) Version and approval control of documents
3) Users and profiles data
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.9% application uptime as measured through 1-minute polls using ICMP echo-requests. 99.9% network connectivity uptime of the customer service as measured through 1-minute polls using ICMP echo-requests Users are refunded by negotiated settlement outlined in the SLA
Approach to resilience
Web Labs do not want to make this information public. However, we are willing to share information with a specialist security expert on how we have designed our service to be resilient
Outage reporting
Our system issues email alerts to named contacts

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
All access to service interfaces and support channels are constrained to authenticated and authorised individuals with appropriate access privileges.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Certification International
ISO/IEC 27001 accreditation date
28 October 2015
What the ISO/IEC 27001 doesn’t cover
The Statement of Applicability covers all 27001 controls with the exception of loading bays
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
ICO Data Protection Registered

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
To preserve confidentiality, integrity and availability, Web Labs have implemented an Information Security Management System (ISMS) in accordance with the international standard ISO/IEC 27001. Selcom have appointed an Information Security Manager (ISM) and the ISMS policy is approved by Senior Management and is reviewed at regular intervals (ISMS Management Review Meetings) or upon significant change. Management have put an audit programme in place and all sections of the ISMS are audited at least once a year to ensure that the ISMS:- a) conforms to the requirements of the relevant standards and any other legal, regulatory or contractual requirements b) meets all identified information security and business continuity requirements c) is effectively implemented and maintained d) perform as expected The ISM records decisions and actions related to: i. the improvement of the ISMS ii. updating of the risk assessment and risk treatment plan as appropriate iii. the modification of procedures and controls in response to changes in requirements iv. resource needs v. improvements to how the effectiveness of controls and objectives are measured Regular ISMS Review Meetings Any action needed is implemented and such action reviewed for effectiveness including

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Physical storage, internet bandwidth and operational systems are monitored with 24/7 automatic monitoring alerting when predefined thresholds are exceeded. Changes are identified on the Change Request form and logged in the change Change Control log. The originator obtains sufficient information to complete the Change Request The Internet Services Director then reviews and/or carries out a risk assessment identifying potential risks, security impacts and then identifies and costs the required controls in line with the Selcom's risk management framework. The Internet Services Director in consultation with the Managing Director is then responsible for authorising the change to go ahead.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Firewalls are configured 24/7 to alert in the event of significant intrusions or incidents occurring We use advanced monitoring and live detection defence systems to detect vulnerabilities Anti-Virus is configured to be patched automatically. Our automatic patch policy covers, binary executable, source code modification, service pack and firmware patches Technical services will then identify the priority for the update to be tested and deployed dependant on the nature of the treat and any known exploits. Any patch deployment and software updates must comply with our defined change management process.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Systems are monitored 24/7 by Zabbix software and in-house systems, calling the operations team to action when necessary. Zabbix notifies of: Warning Alerts, Critical Alerts, System Down and System Recovery Regular scanning using Barracuda’s Vulnerability Manager (BVM) tool finds vulnerabilities such as those on the OWASP Top 10, including SSL injection, cross-site scripting, and others. Any issues found will be imported into the Barracuda Web Application Filter, which will automatically generate and apply mitigation rules Servers are professionally managed and conform to guidelines under the Government's e-Government programme. The Data Centre undergoes PEN (CREST) testing twice per annum
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
The Information Security Manager (ISM) is responsible for incident management processes relating to, Personal accident, Breach of Physical and information security, Loss/theft of property, Data/information missing, lost or incorrect, Financial irregularities and Violence, abuse or harassment. All staff must report information security incidents and weaknesses immediately, recording them in the Incident Report Form and following up by a telephone call to the ISM The ISM logs and follows up reported incidents and weaknesses. The ISM ensures that the appropriate action is taken and recorded in the Incident Recording System which can be seen by the originator and Senior Management

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

On request
Covid-19 recovery

Covid-19 recovery

On request
Tackling economic inequality

Tackling economic inequality

On request
Equal opportunity

Equal opportunity

On request
Wellbeing

Wellbeing

On request

Pricing

Price
£10,000 to £36,000 a licence a year
Discount for educational organisations
Yes
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@web-labs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.